Lead Customer Success Manager

We are looking for a Customer Success Manager to lead a team of five and oversee our Enterprise Accounts. In this role, you will provide daily support to the Customer Success team, organize HR-related matters, and ensure the team's productivity and customer relations are top-notch. As a key contributor, you will implement monitoring tools, maintain high customer satisfaction, minimize churn, and drive loyalty by building strong relationships with enterprise clients. You will report directly to the Director of Customer Success and play an essential role in shaping long-term account strategies and supporting the growth of our portfolio.

Responsibilities

• Management of a team of 5 people: Daily support: daily support of CS team members, monthly/quarterly reviews, team training, organization of HR pointsImplement the best monitoring for the teamGuarantor of the results of the division: productivity, customer relations, loyaltyMonitoring of the squad’s management KPI's tools (calls, retention, upsells, etc.)
• Managing your book of business (Enterprise customers): Manage our Enterprise Accounts (1500 - 15000 MRR)Navigate complex organizational structures to establish and maintain close relationships that facilitate usage and success with Didomi’s technologyMinimize churn and create customers loyalty Develop solid relationships with users of our platform on a daily basisEnsure a high adoption rate (for example with operational and methodological training for key accounts)Guarantee proof of value for our customers (ROI): reports, calls, meetings, Business Reviews, workshopsDevelop a deep understanding of Didomi’s technology to help create best practices for customer success (e.g. support the creation of customer best practices)Design and present executive business reviews and strategic success plans for key stakeholders to demonstrate how tactical strategies are delivering positive business outcomesHelp to collects feedback, review, study case (ambassadors program)Be the Customer’s voice for improvement and development of new featuresAnswers our clients needs, questions, concernsIdentify portfolio development opportunities in partnership with the KAM teamMaintain a very high level of customers satisfactionAnimate in-person meetings with your customersProject Management : Manage our Enterprise Accounts and the long terme account strategyPlanning management, coordinate internal teams, internal / external communication Qualifications
• Master Degree
• Experience providing insights, building relationships with, and driving value to C-Level contacts in B2B environment
• Experience building, analyzing, and interpreting customer data to influence stakeholder decision making
• Client facing experience within a SaaS software company is required
• Significant project management experience and/or formal certifications (PMP, Agile, etc)
• Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail
• Ability to interact with enterprise customer teams at various levels of technical and non-technical depth within complex large organizations
• You are business fluent in French & English (bonus if you speak Spanish or German)
• You have excellent communication skills
• You are energetic, enthusiastic, self-motivated, open-mindedLeadership experience and skills

Recruitment process

• HR Interview with our Senior Talent Acquisition Manager
• Interview with our Lead CSM & CSM Director
• A case study to complete at home
• A presentation of the case study